Hoteliers tweak services in sync with changing customer habits

Strap: People eating, hygiene habits have drastically changed due to pandemic

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Tribune News Service

Amritsar, July 20

Struggling to revive business in the aftermath of the pandemic, the luxury hotel chains in city are looking to diversify their revenue streams by offering services in sync with the changed habits. Catering to the new normal defined by the SOPs and changed eating habits of their customers, these hotels chains that earlier relied on the fine-dining experiences, are now offering services like home deliveries, setting up cloud kitchens and even customising the menu to ensure that business resumes to a normal pace.

While the pandemic has put service and hospitality industry in a tight spot, luxury hotel chains are showing flexibility as the best defense. “Of course, the luxury hotel business has changed forever with the pandemic, but innovation and re-invention is the best way to cope. We have re-conceptualised our niche Italian restaurant into a fusion food dine-in, where we offer limited but exclusive fusion of popular Italian and Amritsari recipes. We have also allowed all day footfall and we come with a new theme-based menu every week,” said Manisha Singh Gupta, assistant marketing manager, Holiday Inn.

Executive Chef Binay Kumar, of Holiday Inn has also shifted focus in kitchen towards providing therapeutic food.

“We are now offering specific immunity-boosting recipes including a breakfast special of all types of herbal teas and kadas. We are growing herbs in our organic garden, using them in our recipes,” Taj, one of the biggest luxury hospitality chains in the country, too launched their home delivery app Qmin for gourmet food recently. Taj Swarna, in city, has been getting a good response to the home delivery service.

“Keeping in mind social distancing and practicing SOPs discouraging many to come for fine-dining at the hotel, offering the same food experience in the comfort of their homes have got a favourable response from most of our guests,” said Paramveer Singh, general manager, Taj Swarna.

While the weekday footfall is relatively absent, the weekend footfall for fine-dining restaurant at the hotel is picking up slowly.

Hyatt too had cut down on its menu options to offer fusion and customised food for their guests and reduce wastage in the kitchen. To reduce the exposure and maintain social distancing, it also opened an open-air deck for fine-dining to guests who prefer to be particular about health safety while enjoying eating-out.